Pathetic customer service from Nedbank

Pathetic service from Nedbank service department, i called nedbank to place a notice of withdrawal as it was giving me issues on the app. Spoke to a lady called Mandy from the service department, absolutely pathetic attitude, unfriendly and unhelpful. told me i need to go into the bank to verify my details, as it their process . I told her that no one has informed me of this and that I have never gone into the bank to verify my details, her response was she does not make the rules... I have been with nedbank for years and have not ever had to into a bank to verify my details. I then asked to speak to her manager, which she transferred me and kept me holding for 20mins until the call cut (DISGUSTING) this is not the first time i have had a bad experience with nedbank.